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# Lead Helpdesk analyst

- **Company:** Randstad
- **Location:** Bethesda, MD, United States
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Information Systems, Knowledge Management, Information Technology
- **Published:** August 23, 2026
- **Apply:** https://www.clearancejobs.com/jobs/9107959/lead-helpdesk-analyst

## About the Role

Experience: Minimum 5 consecutive years leading enterprise-level IT Service Desk, contact center, or service management operations of comparable scale.

Technical Skills: Hands-on experience directing operations via enterprise ITSM platforms, modern telephony/ACD systems, and integrated contact center technologies.

Education: Bachelor's degree in Computer Science, Information Systems, Business Administration, or equivalent operational experience.

Certifications: ITIL Foundation required. Advanced ITIL certifications (e.g., Intermediate or Managing Professional) preferred. Clearance/Other: Ability to clear standard public background investigations; flexibility to support multi-site or variable shift operations as required.

## Description

Seeking a Technical Lead to oversee remote IT service operations for a large-scale organizational enterprise. The position acts as a liaison between IT leadership, engineering, technical staff, and client stakeholders to deliver efficient, cost-effective support solutions.
This role provides operational and strategic guidance for Tier 0 and Tier 1 end-user support in a high-volume contact center environment., Oversee enterprise Tier 0 and Tier 1 technical support workflows, including ticket triage, service request resolution, escalation protocols, and knowledge management.
-Monitor and manage operational performance using metrics such as SLAs, OLAs, KPIs, and customer satisfaction ratings.
-Evaluate operational trends, implement corrective strategies, and drive ongoing quality improvements.
-Direct workforce scheduling, queue distribution, surge capacity response, and overall service efficiency.
-Create and update operating procedures, technical knowledge bases, training assets, and service documentation.
-Coordinate across internal engineering teams, third-party vendors, and stakeholders to resolve critical system disruptions.
-Apply structured service management methodologies, root cause analysis, and continuous improvement practices.
-Lead high-performing technical teams in a fast-paced environment while maintaining high service standards.
-Support organizational modernization, automation, and self-service deployment initiatives.


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